1

What is conflict?

• The symptoms.
• From discomfort to crisis, how conflicts escalate.
• Recognising conflict and potential triggers when they arise.
• Underlying causes of conflict.
• Issues, behaviours and feelings.

2

Conflict at Work and what it says

• How conflict manifests itself.
• What conflict tells us about an organisation?
• When conflict is positive.

3

Consequences of Conflict

• How we are affected by conflict.
• The impact of conflict on the organisation.
• The cost of conflict.

4

Willingness to Resolve

• Diagnosing who is the problem.
• Why people over-react and are unwilling to resolve problems.
• Identifying your own blockages and what to do if you are the source.
• Managing people who do not seek a resolution.

5

Managing Emotions

• Dealing with anger and stress.
• Keeping your emotions at bay, especially when others are upset.
• Strategies to minimise hostility and defensiveness.

6

Building Positive Relationships

• Building trust and respect to keep relationships positive.
• Reframing the perceptions of others.
• Establishing and recognising what is important for others.
• Confronting difficult situations constructively.

7

Managing and Resolving Conflict

• Self-awareness and personal prejudices.
• Encouraging greater openness from others.
• Individual reactions to conflict.
• Emotional triggers.

8

Working with Others to Resolve Conflict

• Reality check.
• Positions and interests.
• Joint problem solving.
• Defusing tensions.
• How mediation works.
• The stages of mediation
• Conflict management strategies